Customer Success Manager
At a glance
Mid-level Customer Success role at Pavago. Remote, United States.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide onboarding, configure accounts, train users, and close early adoption gaps
- Manage a portfolio of 20-40 accounts as the main contact for client stakeholders
- Review usage in Gainsight, ChurnZero, or Totango to spot risk and run re-engagement plans
- Lead QBRs, coordinate issue resolution, and keep clients aligned on value and outcomes
- Find expansion opportunities, manage renewal timelines, and update health and revenue reporting
What you bring
- At least two years in customer success, account management, or another client-facing position
- Hands-on experience with Salesforce or HubSpot plus a customer success platform
- Strong presentation ability for QBRs, demonstrations, and client reviews
- A record of managing accounts and driving renewals
Who this fits
You’ll suit this role if you can balance client advocacy with retention and expansion goals, communicate with executive presence, and manage multiple accounts proactively. The position is full-time, remote, and requires working during U.S. client business hours. Expect regular coordination with support, product, and sales teams, plus responsibility for renewals and growth.
From the employer
Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. client business hours
About the Role
We’re hiring a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect + grow revenue.
This is not a support-only role.
You will:
- Manage a portfolio of accounts
- Drive onboarding and adoption
- Identify risks early and prevent churn
- Own renewals and expansion opportunities
If you think in terms of retention, expansion, and client value — this role is built for you.
What You’ll Own
1. Onboarding & Product Adoption
- Lead onboarding and define success criteria
- Configure accounts and deliver training
- Ensure smooth implementation
- Track early adoption and close gaps
2. Account & Relationship Management
- Manage 20–40 client accounts
- Act as the primary point of contact
- Build strong relationships with stakeholders
- Conduct regular check-ins and strategic calls
3. Proactive Client Engagement
- Monitor usage via:
- Gainsight
- ChurnZero
- Totango
- Identify at-risk accounts early
- Execute re-engagement playbooks
- Deliver Quarterly Business Reviews (QBRs) aligned with ROI
4. Support Coordination & Escalation
- Triage client issues and escalate internally
- Work with product/technical teams for resolution
- Ensure issues are fully resolved and clients are satisfied
5. Revenue Growth & Retention
- Identify upsell and cross-sell opportunities
- Collaborate with sales teams on expansion
- Own renewal pipeline and timelines
- Prepare contracts and ensure smooth renewals
6. Reporting & Feedback Loop
- Track and report:
- Client health
- Usage metrics
- Renewal status
- Capture client feedback and share with product teams
- Improve overall customer experience
What Makes You a Strong Fit
- You think in revenue (retention + expansion), not just support
- You’re a strong communicator with executive presence
- You balance:
- Client advocacy
- Business outcomes
- You’re proactive — not reactive
- You can manage multiple accounts without dropping the ball
Must-Have Requirements
- 2–3+ years in:
- Customer Success
- Account Management
- Client-facing roles
- Experience with:
- Salesforce or HubSpot
- CS platforms (e.g., Gainsight, ChurnZero, Totango)
- Strong presentation skills (QBRs, demos, client reviews)
- Proven ability to:
- Manage accounts
- Drive renewals
Nice to Have
- 3–5 years CSM/AM experience with revenue targets
- SaaS, B2B tech, or professional services background
- Familiarity with:
- NPS / CSAT
- Customer health scoring
- Experience creating:
- Playbooks
- Client decks
- Case studies
What a Typical Day Looks Like
- Review dashboards for:
- At-risk accounts
- Growth opportunities
- Conduct client calls (onboarding, check-ins, QBRs)
- Coordinate internally with:
- Support
- Product
- Sales
- Track renewals and expansion opportunities
- Update CRM and health scores
- Prepare insights and recommendations
In short:
You ensure customers see value, stay, and grow.
Key Metrics (KPIs)
- Net Revenue Retention (NRR) ≥ 100%
- Renewal rate ≥ 90–95%
- Expansion / upsell revenue
- Client health score improvement
- NPS / CSAT performance
Why This Role Stands Out
- Direct ownership of revenue retention + growth
- High-impact role across product, sales, and customer experience
- Strong exposure to client strategy and decision-making
- Opportunity to build long-term client relationships
- Remote flexibility with structured expectations
Interview Process
- Initial Phone Screen
- Video Interview
- Practical Task (QBR / account strategy scenario)
- Client Interview
- Offer & Background Verification
Apply Now
If you’re someone who:
- Builds strong client relationships
- Thinks in retention and expansion
- Drives outcomes, not just activity
This role is a strong fit.
Not this one either?
Claude or ChatGPT reads the other 90,537 for you.
Get better matches →
